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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am writing your help with a billing issue with Gentle Dental of ********************************************. They replaced two old fillings with new crowns in September and October 2023. Gentle Dental contacted my dental insurance and provided a treatment plan estimate of the cost of the new crowns before they did the work. A check with the dental program prior to the work showed the clinic was listed as one of their in network as as 42 North Dental Care at ***********************************. I took estimate in good faith and had both crowns done. Gentle Dental staff assured me I would receive pricing in accordance with the treatment plan Gentle Dental submitted the claim. In early November, I received the a notice from my insurance plan that they were an out of network provider with a check for $2089.60. It seems the dentist who performed the work was not listed as a dentist a ******************************************************************** even though a lot of the dentists that practice there are in the network. Neither you nor your staff had informed me that she was not in the network. I received a bill message from Gentle Dental with as statement of account for $5295.01. I disputed the charges on the statement of account because I believed they were in error and asked them to re price the work at treatment plan, write off any disputed charges and send me a new account statement. I received a phone call from the Gentle Dental Billing Manager on November 27, 2023 during which she said Gentle Dental had not billed my insurance correctly and if I enclosed a check for $2,642.23 as final payment for work described in the attached treatment plan she would resolve the matter. I mailed the check to her on December 1 2023. I received the attached bill for $1570.21 with $1345.48 as patient portion from Gentle Dental dated October 7, 2024. I have tried to contacting them without success. I am elderly and on a fixed income. Please Help.Sincerely,**** *****Customer response
10/28/2024
I have not heard from the business in response to my complaint.
Business response
10/28/2024
Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. I understand your frustration and your feedback is important to us. We have given a professional courtesy for the balance for the bill that you have been receiving. This leaves your account with a zero balance.
Thank you.
Customer response
10/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** *****Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The dentist pulled the wrong tooth and refused to take responsibility for his malpractice. I will not be receiving treatment from this dentist but need to be made whole.Customer response
09/17/2024
I have not heard from the business in response to my complaint.Business response
09/17/2024
Thank you for the opportunity to address our patient. We take all of our concerns seriously. The patient presented with problem focus exam. The Dentist confirmed with the patient what tooth before extraction. It was confirmed with the patient again before the patient was anesthetized. The patient signed a consent form for the upper tooth to be extracted .Initial Complaint
08/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got my fillings done at gentle dental, when I finished my service, I only had to pay around $400. For some reason I received another bill when the former manager (*****) told me the price should be around $400. I paid the remaining. A month after, my filling fall out, I had to reach out to them again. The current manager (******) told me everything will be FREE. A few weeks after I still received a bill of $235.04. I called ****** and he said he will took care of it; but I continue to receive dental bill that is not my responsibility. Dental dental is a fraud company and trying to trick consumers money.Business response
08/19/2024
Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. On 6/3/23 you had a filling done. You paid $82.47 and $60.61 totaling $143.08. When the filling had to be done there was no charge for that. You are receiving a bill for treatment rendered on 12/16/23. Per you ins company you maxed out leaving you with a copay of $209.54. Treatment rendered on 2/16/24 you have a $25.50 copay. $209.54 and $25.50 is $235.04. This is why you are receiving a bill for those dates of service.
Thank you.
Initial Complaint
08/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello,,Here is my complaint:1. I changed insurance Cos earlier this year as my Cobra had run out and needed to find new dental insurance. I called my *************** 065-Compresive Dental Associates of **************************************************************************** and asked the person if they accepted my planned new insurance. She came back after a few minutes and said yes they do. so I set a cleaning app.However, when I showed for my appointment, the lady at the front desk said no and my cleaning for that day would be out of network. After some discussion I agreed to pay an $85 fee for a cleaning that should have been free with my insurance, which I agreed to and was okay with.I had my time with the hygienist and she completed her paperwork and brought it to the front desk where the lady reviewed it and asked me how I planned to pay them the 85$. I said **** and it processed. I also signed a form to send records to a new dentist.End of story, I thought:Six weeks went by and i received a bill for $326.20. They did not ask me if I wanted additional procedures beyond the dental cleaning or notice any additional procedures while there. She did not mention additional work to the check out person. I was and am really surprised and upset with the additional charges and think its unfair to the customer. Why, if they does , do additional work and not tell me about and not mention it at check out?Also, why initially did they (065-Compresive Dental Associates of ****************************************************************************) tell me they were in network with my perspective insurance Co.I sent a letter and called the manager and shes not available. I did get one voice msg but when i tried to call her back she was never available.Thank you,********************* ************ *****************Business response
08/29/2024
Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration with the office giving the different information that you received. This feedback helps us to educate and re-train the staff. We will be giving you a professional courtesy of $326.20.
Thank you.
Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a bill in the mail from the dentist. Upon exploring with my insurance company, I was told that the claim was never filed with them. I followed up with the dentist office who told me that policy was they bill medical first and then dental. I provided this information and asked them to rebill the insurance. I called back 2 days later to follow up and was told by the dental office that my insurance company lied and that a bill was submitted but the dentist is now out of network. I asked for a copy of the notice I was provided that they were not out of network resulting in me being self pay, because I know I didnt sign one. I was told that it was not their responsibility to know if they took my insurance, it was mine. I was told that upon running eligibility I would have shown eligible for that appointment which is why they saw me. Staff refused to do anything about the bill, they were extremely short/rude/disrespectful on the phone. I find it extremely out of line to expect someone who is not an insurance representative to know this information off the top of their head without ever being informed.Business response
08/26/2024
Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration with the office with all the different information that you had been given. This feedback will help us to educate and re-train the staff. We will be giving you a professional courtesy of $87.00. This should be refunded to you within 10 days.
Thank you
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hi BBB! I reached out to Gentle Dental Wakefield for 20 times - I called them and ask for the manager *** (they keep me putting on hold for 30-45mins everytime i am calling them. So oneday i decided to just go in the clinic and talked to him in person, He was kinda rude at first because he said i am already punch out and my computer is already turned off. I asked and explained to him that i received an invoice. All of my appointments before i made or book one i am making sure that it is in network. So when i called Gentle dental wakefield i asked them if they are accepting delta dental for insurance. They said "yes we do" then i asked them i want to make it sure first then i asked them do i need to pay for anything and then they said "No your allset to book appointment". I told them ok i will call my insurance first which is delta dental and find out if its covered and i'm good to makw appointment. So i called delta dental and they said you are covered your allset to book appointment with them. Then i called Gentle dental wakefield and ask them again they said i'm covered so they book me appointment on March 23, 2024 and came for the first visit to clean and check my teeth and thats it , So after a month i received an invoice of $449. Until now i am reaching out to them but they didnt reach out to me. *** said he will get back to me and he did not until now. I called again twice today 07/15/2024 but they just put me on hold.I am hoping that someone can help me on this. I will truly appreciate it. Thank you.Business response
07/26/2024
Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration and your feedback is important to us. We do take your insurance Delta Dental but your benefits are based on a fee schedule. When you reached out to ***** they stated that you are covered but never stated that your benefits are based on a fee schedule. That is why you are receiving a bill for the difference. I have tried to reach out to the patient and left a message for a return call. I have not received a call back. I wanted to go over with the patient an option regarding her balance. If she could reach out at ************ and ask for ***** so we could talk about settling this.
Thank you.
Customer response
07/29/2024
Hi BBB,
As i am out of the country she/he cannot reach my phone line. She can message me on my email address and i already provided that on the patient form when i first visit gentle dental.
I tried calling the billing department of gentle dental and they keep putting me for 45mins on hold.
When i come back next week i will call the number they provided here and look for *****. If i can't reach them i will message BBB to follow up.
Thank you so much.
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Apple *********************Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I reached out to Gentle Dental Belmont (managed by Gentle Dental Somerville) in 2023 as they were listed as a covered provider by my insurance. I scheduled an appointment at their office and provided them my insurance. I was seen by their office and 6 months later received an invoice in the mail for a cleaning. While their office was covered by my insurance (which they had), they booked me with a provider not covered by my insurance. I worked with their billing team to agree to pay the amount my insurance did cover (roughly half - $255) to right the debt at that time. Now 6 months after that I received an invoice again in the mail for the remaining amount. I've left 2 voicemails with their team and have not yet received a response to find out why so much time later I'm now being billed again after agreeing to a resolution prior.Business response
07/01/2024
Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. We have given you a courtesy for the balance on the account. This leaves you with a zero balance.
Thank you.
Customer response
07/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have not been a patient at this practice since they were bought out. Their care and compassion went right out the door when they were bought by corporate. They used to be my favorite dentist. I had left over a year ago when things started to go downhill. Meanwhile over a year later I am receiving bills that I owe them hundreds of dollars with no explanation. (Which I do not) I always pay my bills on time and in full. I have called more than 15 times and have left messages with no answer what so ever. I have even stoped in to get an explanation. All Ive been told is it will be handled. (Which it has not) This is unacceptable and I am tired of being harassed with these scam bills.Business response
06/28/2024
Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration calling and leaving messages and receiving bills with no return calls. We have given you a courtesy on your account leaving you with a zero balance.Customer response
06/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Approximately 2 years ago I brought my son to gentle dental in ********** for a regular cleaning, I provided my insurance information to the dentist and they took a copy of my insurance card. Over a year after this visit I received a bill for almost $300 I contacted the office manager and she told me she could see the insurance on file but the claim had never been submitted. She told me she needed about 30 days and then it would be taken care of. I never heard anything more until a couple months ago when I received the same bill again. In the past month I have called gentle dental every Friday to resolve this issue...again. I have only been able to speak to the office manager once, she said she would look into it and fix it. I never heard back and have not been able to speak with her since, the past three times I called she was either "on leave" or at another location. It is fraud and unethical to not bill a patients insurance for services provided and then send the patient the full bill. Insurance needs to be billed or the claim needs to be written offBusiness response
06/06/2024
Thank you for letting us respond to our patient. We take all of our concerns seriously and your feedback is important to us. This helps us to train and re-educate the staff. A professional courtesy has been given and you have a zero balance on your account.
Thank you.
Customer response
06/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
I received a voicemail from a woman named ***** at 4:30pm (30 minutes before the office closed) on a Friday 5/31/24 stating to call her back and she would be available again on Monday 6/3/24 10-5. These are also the hours I work so I scheduled time to call her on Tuesday 6/4/24. When I called it went directly to her voicemail, I left a message with my name, phone number, and a short message about why I was calling, I still have not heard back from her regarding this bill and resolving it by simply submitting the claim to my insurance that they have on file. I also have never heard back from the office manager at gentle dental on *********************, ** where this bill is originating from. All I am asking is for the bill for my son's visit (*************************) to be submitted to his insurance that is on file with the gentle dental in **********, **. I cannot pay $300 out of pocket for this visit....
FAQ
Regards,*****
Business response
06/12/2024
Thank you for letting us respond to our patient. The Office Manager was suppose to reach out to you to let you know that we have given **** a professional courtesy leaving him with a zero balance on the account. We did respond to you from your original complaint regarding this with the answer of a professional courtesy was given and no balance remains on the account. I am not sure why you have sent in a rejection for this complaint.
Thank you.
Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Started receiving bills about 2-3 weeks ago. Haven't been to this office in over 8 years. Tried calling the office multiple times to dispute this billing however no one answers phone. My wife and I have left many voicemails, and have NEVER received a call back.Business response
05/28/2024
Thank you for letting us respond to our patient. We take all of our concerns seriously and your feedback is important to us, Per your two insurance companies they stated that you had a balance from time limits and maxing out in 2017. Since the bills had not been sent in a timely manner we will courtesy the balance of $239.73. This leaves you with a zero balance.
Thank you
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